Sales Growth Transformation
We transformed and expanded a contact centre increasing enquiries, conversions and sales
Results
What we achieved
- Revenue doubled in 18 months
- Verified leads being converted increased from 80% - 99%
- Pack out increased by 250%
- Complete packs out increase from 50% - 85%
Situation
Helps clients reclaim mis-sold Payment Protection Insurance
- Teams working in silos
- Duplicating effort
- Inconsistent messages to the customers
- Cost to purchase lead to conversion very high
- Incomplete packs being returned
- Manually dialling
Diagnostics
Opportunities identified
- Call and data management solution
- Integrated leads from supplier to CRM
- Supplier calls recorded and held centrally
- Reporting and dashboards
- Quality assurance team
- Skills based teams
- Sales and customer service training
Activities
What we did
- Employed professional sales and customer service training across all departments, identified requirements at all stages of the process to reduce the timeline from pack out to sending to lender.
- Company workshop on the customer journey and understanding the roles played by each department
- Created an internal Quality Assurance team, with internal metrics to consistently measure quality of information on packs received and regular feedback to all individuals
- Lead supplier provided recordings for all leads, which were regularly monitored internally to maintain quality of data purchased, and API integration of leads supplied reducing talk time and double entry
- Put in an inbound and outbound dialling solution, recording calls for quality and consistency, reports and dashboards available at all levels of the business, increased the customers contacted daily, grew the sales and customer service teams
Lasting organisational benefits
Lasting impacts and wins for Charterhouse
- Unified teams working together to achieve the same objective achieve the same objective
- Employees trained in providing great customer experience
- Professional sales team, that understood the business, the service being provided, and the customer journey
- Using technology to impact change, providing transparency to the business